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August 01, 2017

Increase Customer Engagement Opportunities with Self-Service Technology

Through Google searches and an increasing presence of online accounts, today’s consumer has an abundance of information available at their fingertips. Having information readily available when customers want it, empowers them to be self-sufficient. With 71% of consumers wanting the ability to solve their own customer service issues, self-service technology enables the customer interaction that shapes their experience in a way that works for them.

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Make it Easy

A recent study of overall customer satisfaction found that ease of use was a significant driver of satisfaction among mobile banking.  Do you need your customer to provide a document needed to close on their loan?  Make it easy for them to snap a picture and upload the document without driving across town or remembering how the fax machine works. 

Are there standard frequently asked questions you receive from your customers?  Make the answers available online so that customers are able to solve their issues within the comfort of their own home, outside of banker’s hours.  Through their desktop, tablet, or mobile device, provide consumers with an easy, convenient way to access or provide information when it’s needed. 

Go Mobile

Life can be hectic and consumers today are always on the go. Make sure you are on the move with them through the use of mobile technology.  Recent data shows that consumers spend more time on smartphone apps than desktop computers.  Let’s face it, who wants to miss their child’s little league game, sitting in front of a computer screen reviewing the status of their loan application? 

With mobile technology you can send notifications via text message when the status of the loan is updated or information is needed from the customer. Or if the customer prefers, they can simply access the status of their loan, or other account information, from their mobile device between innings of the game.  Whatever the need, push or pull, the information is only a click, tap, or swipe away.

Get Chatty

Communication is a key component to customer engagement. Your friendly customer service reps are losing the popularity contest with their digital counterparts for the easy stuff. By 2020, it is predicted that chat bot use will jump 1000%. Companies with real-time chat functionalities are getting ahead of the game shortening the time it takes to interact with the customer. 

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The chat bot is used to address the repetitive, mundane questions with simple, automated answers.  Freeing up time for the customer service representative to handle the issues that require human interaction.

Think Outside the Box

To improve the customer experience, organizations must understand how to engage with the customer within the parameters of their expectations. Workflow automation provides the standardization of business processes to efficiently manage customer expectations. Seamless integration between you and your customer keep the customer front and center. 

Management visibility to the workflow status makes employees accountable for responsiveness and quality and exceptions and escalations performed consistently.  With every customer interaction, data is collected. Connecting that data will help decrease confusion on how to meet and manage customer expectations because they will be a click and a swipe away from seeing that you are listening.

 

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Jane Mason, Founder and CEO

Jane has applied her vast experience (over 25 years) operating process-driven businesses to successfully redefine client-focused service. Jane has worked with expert programmers to apply cutting-edge web-based technology to automate complex processes in industries such as Financial Services, Healthcare and enterprise workflow. Her vision confirms Clarifire's trajectory as a successful, scaling, Software-as-a-Service (SaaS) provider. A University of South Florida graduate, Jane has received many awards related to her entrepreneurial skills.

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